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NHS Business Services Authority

About

The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.

The NHSBSA will not normally re-engage a former employee in any capacity including in a self-employed/consultancy capacity; through an agency; in a temporary or permanent post or to a supply list, for a period of 12 months after the redundancy date.

Contact

Address: NHS Business Services Authority; Stella House; Goldcrest Way; Newburn Riverside; Newcastle Upon Tyne; Tyne and Wear; NE15 8NY
Contact Number: 0191 283 8950

Find out more

Jobs Website

Open

Ref: 914-BSA7427117-A Vacancy ID: 7443648

SIAM IT Service Manager

Accepting applications until: 09-Sep-2025 23:59

Vacancy status: Open

Accepting applications until: 09-Sep-2025 23:59

Location

Site: Hesketh House
Address: 200 - 220 Broadway
Town: Fleetwood
Postcode: FY7 8LG
Major / Minor Region: Tyne and Wear

Contract type & working pattern

Contract

Permanent

Hours

Full time
Flexible working

37.5 hours per week

Salary

Salary: £47,810 - £54,710 per annum
Salary period: Yearly
Grade: (NHS AfC: Band 7)

Specialty

Main area: IT Service Management

Detailed job description and main responsibilities

Specialist Skills

1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.

2. Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping service desk practices in the context of customer and user experience, working with internal and external stakeholders to provide a strong value focused direction.

3. Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service desk function and are followed by all Service Providers with non-conformance reported and reviewed;

4. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.

5. Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed;

6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.

7. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.

8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.

9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.

Staff

10. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.

11. Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.

12. Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria.

13. Advises individuals on career paths and encourages pro-active development of skills and capabilities.

14. Undertake recruitment and selection in line with organisational processes and participate in the implementation and delivery of initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape.

15. Provide and encourage 360 feedback to support and promote the personal development of teams and individuals.

16. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions and , processes and work as required, and in conjunction with agreed procedures.

17. Pro-active management and review of staff workload, management information and resource requests to inform forward planning and resource management, whilst completing own assigned tasks, to a high quality and within agreed timelines.

Financial Management

18. Responsibility for contributing to budget management processes in accordance with NHSBSA’s policies, standing orders, financial regulations and legislative requirements.

19. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department.

20. Monitoring budget spend and resource estimates against projects and change initiatives.

Relationship Management

21. Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.

22. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;

23. Implement stakeholder engagement/communications plans, such as handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Escalates issues or problems where appropriate.

Information Management

24. Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.

Delivery Management

Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.
Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team. Providing operational direction in the preparation of plans to deliver systems and service across the organisation.
Manage, develop and implement approaches, strategies, standards, practices and policies across the team, ensuring and monitoring the timely delivery of business objectives within budget through the management of projects and programmes.
Challenge and provide feedback to create functional and non-functional requirements to ensure the overall needs of the business are met from a Technology perspective as well as adherence to business objectives and alignment with Technology Strategy
Participating in procurement processes for hardware and software by reviewing functional requirements and providing non-functional requirements to ensure the overall needs of the business are met from a Technology perspective.

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

A copy of our Privacy Notice is available to view at the link below:

NHSBSA Privacy Notice

Person specification

Personal Qualities, Knowledge and Skills

Essential criteria

1. Knowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle.
2. Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment
3. A general and broad knowledge of current issues and advances across all service management disciplines
4. Experience with implementing, developing and supporting the improvement of Service Management toolsets
5. Experience of service management delivery within a recognised ITSM operating model

Desirable criteria

1. Experience of using project implementation methodologies
2. Knowledge of the ITIL V4 framework
3. A detailed knowledge of SIAM principles, aims and their application.

Experience

Essential criteria

ITIL based service management
Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:- • Incident Management (including Major Incident Management) • Problem Management • Knowledge Management • Service Request Management • Service Level Management • Change Management • Data, Asset & Configuration Management • Continual Service Improvement (CSI). • Leading and managing staff to deliver organisational goals and objectives. • Managing contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports. • Delivery of internal Service Management Reports. • Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
On-going Continuous Professional Development.
Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.onal Development.

Desirable criteria

1. Exposure to ISO27000
2. ITIL based service management
3. Experience of all Technology management disciplines
4. Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes
5. Working with technology experts to understand technical concepts and apply them to enable value for customers